Support Chat improvements

JohnDo

Dear bunq 🌈 and fellow bunqers 👨‍👩‍👧‍👧,

Support advised my to post this... so here we go!

back in time

Let's first take a trip down to memory lane. In the period that I joined bunq 🌈 had - hands down - the best support chat in the business! No, that is a non debatable topic, it's a straight hard fact. Ow hell, the best support I ever came across at anyyy company.

Support Chat was easy accessible, lighting fast 💨, super friendly and packed with instant knowledge.

today

Since that period bunq 🌈 has grown rapidly! Also because you guys spread the bunq 🌈 love 🙏. But I think that came with a prise regarding support. We can go into that extensively, but for today I wanted to pick out 1 thing that recently have changed:

The button "Add additional information" or as I like to call it the don't-talk-too-much button.

the don't-talk-too-much button

Since recently when you have a private talk with bunq in the chat, you will see this button:

You have to press this button every time you want to add something to the conversation 😕

the wish: make it magically disappear forever 😎

I would very very strongly recommend bunq 🌈 to ditch this button as soon as possible... like in yesterday! Just use a send or enter button like in any other chat app. Just like before.

but why ow why John?

I have some major problems with this button:
- It creates a distant between the user and bunq by creating a var less personal vibe. It screams "dont talk to me, but just add your info". That doesn't fit the bunq I know that normally loves a good chat.
- it makes the flow annoying because you now have to press the button, add your info.. and still have to press send again.
- in most context the text doesn’t make sense and looks weird.

So lets get bunq 🌈 private support back on top in de industry again!

Ambiebambi

John Do Hey! Thanks for sharing this.
I totally agree that this is not the way they should be handling things.

BUT, to get the chat ‘back on top of the industry’, I really think more improvements need to be considered.

I usually experience great support, but I’ve read different stories here on together. I think those complaints should also be addressed (for example decrese the waiting times and maybe 24/7 support for real emergencies). Without these improvements I don’t think that most bunqers will experience the support to be ‘on top of the industry’.

Again, my experience is usually very good, but we can’t deny the complaints we read here sometimes. And these definitely shouldn’t be ignored if we’re talking about possible improvements.

Any thoughts on that?

Much love to bunq 🌈 from a real fangirl 😉

JeroenE

John Do Het zou ook al helpen als ze niet iedere maand de support chat op een andere plek verstoppen zodat je steeds opnieuw moet ontdekken hoe je er moet komen. Er zal vast meer tijd tussen zitten, maar zo voelt het in ieder geval wel.

Ik vind het ook vreemd dat je tegenwoordig een nieuw gesprek moet starten om een oud gesprek terug te kunnen vinden. Soms weet je dat je al iets hebt gevraagd maar het antwoord niet meer precies en dan is het handiger als je gewoon terug kan kijken zonder per se een nieuwe chat te beginnen.

BigBoss

John Do

Le support peut être séparé en 3 boutons

( Je reviens sur mon idées que 3 ou 4 demandes de support gratuit par mois sont largement suffisant.
Pour plus de questions journalières le service doit être payant même si c'est 1 euro.
En douze mois j'ai contacté le support 4 fois, pour les autres questions j'ai eu la réponse sur together.)

On pourrait réfléchir ensemble sur ces 3 types de demandes et demander à JohnDo de transmettre nos idées

1 Problèmes de compte ou carte = accès support immédiat

Vol,perte ou carte bloqué dans d'un distributeur
Non retour des cautions sur travel card
Problème de prélèvement ou virement
Accès impossible sur un ou tous les comptes, cartes
...etc...

2 Problème de gestion du compte = accès support moyen ~30min

Problème ou modification profil (e-mail, adresse postale, etc ...)
Bug sur accès Application ou scan de main etc ...
Explication sur document impôts ou administratif
... etc...

3 Problème non urgent = questions posés sur chat et réponse sans délais, comme un support e-mail

Mes icônes sont mélangées.
Comment commander une carte
Ma carte a mis 2 jours de trop pour arriver
Pourquoi êtes vous trop cher 
... toutes ces questions inutiles car together est la pour repondre

Tim

We can only agree with @John Do 🙌

JohnDo

Jeroen 🏳️‍🌈 Both are fair points.

I get what bunq is trying to achieve here, but I think the whole support flow could definitely use some improvements. Support Chat is now at least always 5 clicks deep and the chat history disappears after a while (although you can still use the 'secret' deep-link).

Personally, I think bunq made the whole flow too complex/confusing. But maybe dogs see things differently :)

Lets me come up with another topic to simplify the Help flow. Have to make up a mock-up first :)

JohnDo

Jeroen 🏳️‍🌈 I also find it strange that nowadays you have to start a new conversation to be able to find an old conversation.

In de laatste update is dit aangepast. Je kan nu altijd je chat geschiedenis terugkijken.

Alex-fluffy

As a premium member, thus far the experience has been mostly positive with payments, cards and working with the app overall. The service however is utterly poor of standards. There is a visible neglect of complaints regarding premium members. Specifically regarding waiting time for help and chat related functions. As Bunq is growing, these issues seem to worsen and no adequate response is provided. At this stage you have to ask yourself if it's worth the fee as premium member. If assistance is required from Bunq, one needs to be willing to wait hours to initiate a chat and wait sometimes more than 30 min. for a reply on every message send on the same chat.

What are you going to do about this Bunq?

DanielL

Ich hatte mich nach meinen ersten Kontakten zum Support für bunq entschieden. Schnell, engagiert, freundlich und kompetent. Das ist leider lange her. Ich vermute, dass der first level support von einer externen Firma betrieben wird. Es ist keine Freude den support zu kontaktieren und außer der Weiterleitung an die zuständige Abteilung habe ich nicht den Eindruck dass der support hilfteich ist. Das in einem anderen thread formulierte Ziel dass der support innerhalb einer Stunde antworten soll finde ich beschämend. Bitte bunq, werde nicht wie Revolut. Support ist die entscheiden Schnittstelle zum Kunden und das wirksamste Instrument Kunden zu binden.

JohnDo

John Do I spoke to support a couple of times since I posted this idea 💡...

I can't emphasise enough how extremely annoying the "Add extra information" button in practice is. It really reallyyy prevents me from having a normal and fluent conversation with my dear support friends.

Pleaseeee dear bunq 🌈, kill that button!

DarianP

Du hast recht! Die Gespräche im Chat werden so extrem unfreundlich, da man nicht mehr auf die Idee kommt z.B. „Danke“ zu schreiben

R

I completely agree with this point!

It’s also a completely unnecessary button as 1. You’re already in a chat with support, so it doesn’t decrease the number of support requests, and 2. It stops users from being able to quickly provide additional information.

In addition: bunq really really needs to work to make their support great again. It’s genuinely a core feature!
Don’t get me wrong: I like the people I speak to when I contact support, but at this moment bunq has the slowest(!) support of any bank I know.

With any other bank I can easily call, WhatsApp or chat, whereas with bunq I first have to select that I do NOT want to wait 72 hours and then still have to wait half a day.

Please bunq, prioritize this.

LH-Black-Wolf

There any word on improvements? Just had the situation that a chat was ended before I could respond, and trying to start it back up was absolutely horrible - they make it extremely difficult to do as the app keeps redirecting you to other areas in the app. :/

MitchellvB995

LvH I have had this so many times. When you don't respond within 2 minutes they say something like 'it looks like you are busy at the moment' and end the chat. This feels so unprofessional.

TimothyA

Mitchell 🤯 True, I'd wish for them leaving the chat open for a while...

JohnDo

Tim Anthony Alexander hmm.. last week I had a discussion with support. I didn't respons right away after each reply from them, but the guide apparently left the call open for me to reply. So, that made it pretty easy for me to continue the discussion, even with the same guide. Big High Five 👐🏼 for that.

I don't know if this has changed recently or if this is just a coincidence... because most of the times in the past support would reply and immediately closed the call (which is very annoying most of the time).

LH-Black-Wolf

John Do As soon as you get a “it looks like you’re not around” message, which happens quickly, the chat locks. It makes you go through asking a new question steps, which tries to turn you to faq’s or settings in the app. At other moments you sometimes get the “follow-up” button, that works better (not ideal, useless step) but it doesn’t always show up.

ReinieR-Together

I’ve had 2 discussions in the past 3 weeks. Both were abruptly ended.

Sorry I’ve to bring the bad news, but I think it was coincidence ;)